You paid by UPI, the app said the payment failed or got stuck on "pending", and yet the money has left your bank account. It is one of the most common and stressful UPI problems, but in most cases the money comes back on its own, and the Reserve Bank of India (RBI) sets firm deadlines for when it must.
This guide explains what to check first, the refund deadlines and compensation you are entitled to, and exactly whom to complain to, in what order, if the money does not come back.
The short version
- Don't pay again straight away. Check the payment's status and note its 12-digit UPI reference number.
- Wait for the automatic refund: by the next day for money sent to a person, and within 5 days for a payment to a shop.
- If the bank is late, it owes you ₹100 for every day of delay, credited without you having to ask.
- Still not resolved? Complain in your UPI app and to your bank. If the bank doesn't fix it within 30 days, go to the RBI Ombudsman within 90 days.
1. First, check what actually happened
Open the payment in your UPI app's transaction history and look at its status:
- Successful: the money reached the other person's bank. If they say they haven't received it, ask them to check their bank account or statement, not just their UPI app.
- Pending or processing: the payment is still being confirmed between the banks. It can still go through, so wait for a final status before paying again, or you may end up paying twice.
- Failed, but your account was debited: this is the case the refund rules below cover.
Note the payment's 12-digit UPI reference number (often called the UTR, UPI Ref No. or transaction ID) from the transaction details, and take a screenshot. Also check your bank's SMS or statement to confirm the debit. If you were paying a shop, ask the shopkeeper whether their account or payment speaker shows the payment before you pay again by another method.
2. Refund deadlines and compensation
RBI's rules on failed digital payments (circular RBI/2019-20/67 of 20 September 2019) set the latest date by which a failed UPI payment must be reversed, and the compensation the bank must pay if it is late:
| What happened | Refund deadline | If the bank is late |
|---|---|---|
| Money sent to a person: your account was debited, but theirs wasn't credited | Reversed by T+1 (the day after the payment) | ₹100 a day after T+1 |
| Payment to a shop or merchant: your account was debited, but the merchant didn't get confirmation | Reversed within T+5 | ₹100 a day after T+5 |
Here, T is the date of the transaction. A few points that matter in practice:
- These are the maximum times. RBI asks banks to resolve failed payments sooner, and many come back much earlier.
- The compensation must be credited to your account automatically, without waiting for a complaint or claim from you.
- For example, if a ₹1,500 transfer to a friend fails on 10 October after leaving your account, the bank must return it by 11 October. If it only comes back on 14 October, the bank is three days late and owes you about ₹300.
3. How to complain, step by step
If the deadline has passed and the money (or the compensation) hasn't arrived, complain in this order:
- In your UPI app. Open the transaction and use its help or "raise a complaint" option (the wording varies by app). Note the complaint number.
- With your bank. Also complain to the bank whose account was debited, through its app, website, customer care or branch, and preferably in writing or by email. Quote the UPI reference number, date and amount, and keep the complaint number or a copy. This step matters: the RBI Ombudsman only takes up a complaint if you can show you complained to the bank first.
- NPCI's UPI Help. NPCI, which runs UPI, has a UPI Help portal where you sign in with the mobile number linked to your bank account to check a transaction's status or raise a complaint. NPCI passes the complaint to your bank, which remains responsible for resolving it.
- The RBI Ombudsman. If your bank doesn't reply within 30 days, rejects the complaint, or gives an answer you're not satisfied with, you can complain to the RBI Ombudsman on the RBI's complaint portal (cms.rbi.org.in), by email to crpc@rbi.org.in, or by post. RBI's helpline is 14448.
Note the new 90-day limit. A new Reserve Bank – Integrated Ombudsman Scheme, 2026 came into force on 1 July 2026 and replaced the 2021 scheme. Under it, you must complain to the Ombudsman within 90 days of the bank's 30-day reply period ending, or of the bank's last reply, whichever is later. Many older guides still say one year, so don't wait.
The Ombudsman can direct the bank to refund you and, under the 2026 scheme, award compensation for consequential loss (up to ₹30 lakh) and for your time, expenses and harassment (up to ₹3 lakh).
4. What to keep ready
- The 12-digit UPI reference number, the date, time and amount.
- Screenshots of the failed or pending status and of the debit SMS or bank statement.
- The UPI ID or name of the person or shop you were paying.
- Complaint numbers from your UPI app and your bank, and copies of any replies.
5. Beware of fake customer care numbers
When a payment goes wrong, many people search online for a "UPI customer care number", and fraudsters list fake ones. Genuine support will never ask for your UPI PIN, an OTP or your card details, and will never ask you to install a screen-sharing app. You never need to enter your UPI PIN to receive money or a refund. Use only the help option inside your UPI app or the contact details on your bank's official website.
If money left your account for a payment you never made, that is fraud rather than a failed payment. Tell your bank immediately and report it on the national cybercrime helpline 1930 or at cybercrime.gov.in.
6. Special cases
You paid again and both payments went through
Two successful payments are not a failed transaction, so the automatic refund rules don't apply. Ask the person or shop to send the extra payment back.
The money went to the wrong person
A payment that succeeded but went to the wrong UPI ID or number is also not a failed transaction. Contact the person if you can, and report it to your bank and in your UPI app as soon as possible. Recovery depends on the recipient, so always check the name shown before you enter your PIN.
The shop says it didn't receive your payment
If your account was debited but the shop got no confirmation, the 5-day reversal rule applies. Ask the shopkeeper to check their bank account or payment speaker, and keep your screenshot. If you pay again by cash or another method, keep a receipt in case both payments end up going through.
Frequently asked questions
How long does a failed UPI refund take?
Often much sooner than the deadline. The latest allowed is the day after the payment for transfers to a person, and 5 days after the payment for payments to a shop.
Do I have to ask for the ₹100-a-day compensation?
No. RBI's rules say the bank must credit it automatically. If it doesn't, mention it in your complaint to the bank, and to the Ombudsman if needed.
Can I complain directly to the RBI Ombudsman?
No. You must complain to your bank first and give it 30 days to respond, unless it rejects the complaint or replies earlier. Then you have 90 days to approach the Ombudsman.
Where do I find the UPI reference number?
Open the payment in your UPI app's transaction history. The 12-digit number may be labelled UPI Ref No., UTR or transaction ID. It also appears on many bank statements.
I accept UPI payments in my shop. What should I do when a customer's payment fails?
Don't hand over goods until the payment shows in your own account or payment speaker. Our guide to accepting UPI payments with a QR code covers confirming payments and common scams.
Information checked against RBI circular RBI/2019-20/67 on turnaround time and compensation for failed transactions, the Reserve Bank – Integrated Ombudsman Scheme, 2026, and NPCI's complaint pages, on 22 October 2026. Payment rules change, so confirm the current position with your bank.